Freshdesk
Freshworks Inc.External reviews
3,450 reviews
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Easy to use ticketing system
What do you like best about the product?
I really liked how tickets were color coded based on urgency, and how the system would remind me when a ticket has gone too long without a response.
What do you dislike about the product?
didn't have the integration we needed for some of the other tools we used, ended up having to double log info.
What problems is the product solving and how is that benefiting you?
Really helped with the customer communication when I was able to stay on top of the tickets
Ease of use equals a quality product
What do you like best about the product?
The ability to send multiple inquiries and responses automatically greatly reduces redundancy of emails when working on an issue. We especially like how quickly it allows cases to be followed up on after a closed case has been reworked.
What do you dislike about the product?
The basic outline of the product is not appealing to the eye - some more development of aesthetic appeal would help make the product look better. This doesn't affect the overall product in any way other than look.
What problems is the product solving and how is that benefiting you?
We solve the overwhelming help request issue by designating certain jobs to the appropriate personal so as to avoid the delegation of work starting from the top. The end user has the ability to select who would be most appropriate for the task and this helps alleviate congestion at the top.
Recommendations to others considering the product:
Ask for a trial run and check it out yourself.
Freshdesk helps you manage your emails with ease!
What do you like best about the product?
Freshdesk turns the massive amount of email you receive into "tickets" that you can work on, assign to company personnel, record your email chain, make internal notes on an have due date to help prioritize. It's a tool we can't live without!
What do you dislike about the product?
Sometimes multiple tickets are produced for the same issue which can lead to confusion or duplication of work.
What problems is the product solving and how is that benefiting you?
This give an opportunity for the entire team to be able to see the history and address issues. Excellent way of being able to locate the tickets for reference. Accountability for time lines.
Recommendations to others considering the product:
Create order for your emails... and organize your customer service. Use Freshdesk.
It can offer everything you need.
What do you like best about the product?
The ease with which it is installed and used. The allocation of tickets and canned responses. They have been a great help to me.
The function that allows the creation of custom ticket fields is unbeatable. Not only can they be created but they can also be classified to make it easier for technicians to locate them and their data at a general level.
The agent list is perhaps the best thing Freshdesk has, i.e. the agents determine which tickets they want to view and make jumps through them by simply moving the cursor. In addition, when communicating with a customer, you can quickly find the customer's history.
I like very much that thanks to Freshdesk I can monitor more closely the daily activities because everything is much better organized. I have also been able to see the behavior of the agents and the agility of response of each one. It has helped me a lot to census the productivity of each agent.
The function that allows the creation of custom ticket fields is unbeatable. Not only can they be created but they can also be classified to make it easier for technicians to locate them and their data at a general level.
The agent list is perhaps the best thing Freshdesk has, i.e. the agents determine which tickets they want to view and make jumps through them by simply moving the cursor. In addition, when communicating with a customer, you can quickly find the customer's history.
I like very much that thanks to Freshdesk I can monitor more closely the daily activities because everything is much better organized. I have also been able to see the behavior of the agents and the agility of response of each one. It has helped me a lot to census the productivity of each agent.
What do you dislike about the product?
Certainly, there are some totally expendable functions. It has also happened to me on many occasions that when I see the time stamp I don't know which one it refers to, that is, if it takes into account my time zone, the agent's time zone or the customer's time zone. If they could make this information much more specific it would be helpful.
The level of customization of the reports is very poor, should expand the possibilities in this regard.
The level of customization of the reports is very poor, should expand the possibilities in this regard.
What problems is the product solving and how is that benefiting you?
I started using the free version and now I use the paid version. Since then communication with customers has improved 100%. The agents are also more comfortable and that makes them work much better.
Recommendations to others considering the product:
Give your customer the best attention with all the features FreshDesk provides.
Amazing!!
What do you like best about the product?
I think the RingCentral function is great. Because the phone system that is handled is worked with great responsibility and speed.
I love the fact that as soon as the call is finished, Freshdesk issues a support ticket. Without a doubt this benefit speeds up the work a lot. So at a general level most of the data, and the most punctual of the client. They are automatically saved in the ticket.
Contact synchronization works very well. Since it allows a total entry to the history of each user, the instant it is required. New contacts are automatically synchronized in the app database.
The real-time communication chat is a feature that was requested a long time ago and that the developers of the app have put into operation.
I love the fact that as soon as the call is finished, Freshdesk issues a support ticket. Without a doubt this benefit speeds up the work a lot. So at a general level most of the data, and the most punctual of the client. They are automatically saved in the ticket.
Contact synchronization works very well. Since it allows a total entry to the history of each user, the instant it is required. New contacts are automatically synchronized in the app database.
The real-time communication chat is a feature that was requested a long time ago and that the developers of the app have put into operation.
What do you dislike about the product?
I think it's urgent to customize the control panel. At the moment we work in a very pleasant way. However, there are other assistants who have this option.
And finally I think that is practically all Freshdesk needs to be the best PPP on the market today.
The ticket form could also be improved. A good idea is to add more options and also to add more social networks that are kept up to date depends on the level of popularity they present.
And finally I think that is practically all Freshdesk needs to be the best PPP on the market today.
The ticket form could also be improved. A good idea is to add more options and also to add more social networks that are kept up to date depends on the level of popularity they present.
What problems is the product solving and how is that benefiting you?
It has helped me to improve the connection and communication of my work team. Now the functions of each agent are much better distributed and this has represented a breakthrough in every sense.
Freshdesk has made it possible for all of us to serve more customers. In addition, we can also better organize all user data.
Freshdesk has made it possible for all of us to serve more customers. In addition, we can also better organize all user data.
Recommendations to others considering the product:
Leave your current solution if you're having problems with it and give a try to FreshDesk.
Works as described!
What do you like best about the product?
I have been surprised that this app allows the creation of request tickets individually to each client and that in addition to it can monitor the development of each of those tickets. All this in a very easy way.
One of the benefits is that we can produce publications of great help to customers, so that customers can solve the problems presented. Thanks to this great advance, the remote support service can be decongested a little and only more complex cases are attended to.
I also like that the control panel can be seen by the administrators of the support desk, so there is constant monitoring of the tickets and see which are expired, etc.
One of the benefits is that we can produce publications of great help to customers, so that customers can solve the problems presented. Thanks to this great advance, the remote support service can be decongested a little and only more complex cases are attended to.
I also like that the control panel can be seen by the administrators of the support desk, so there is constant monitoring of the tickets and see which are expired, etc.
What do you dislike about the product?
There are some functions that can only be used by subscription in a larger price range.
There are certain features that I have needed but do not belong to the level that I can afford today. I also think it would be very good, to be able to meet these needs without the need to subscribe for the levels.
On the other hand, it is important to emphasize that it would be useful to have a micro mechanism so that everything related to spams that are received are immediately and automatically redirected to the corresponding folder. This way the user does not bother to receive this type of tickets.
There are certain features that I have needed but do not belong to the level that I can afford today. I also think it would be very good, to be able to meet these needs without the need to subscribe for the levels.
On the other hand, it is important to emphasize that it would be useful to have a micro mechanism so that everything related to spams that are received are immediately and automatically redirected to the corresponding folder. This way the user does not bother to receive this type of tickets.
What problems is the product solving and how is that benefiting you?
The support I have been able to get from Freshdesk over the last few months has been outstanding. Previously, I only used assistants like Self Hosted but Freshdesk has made everything much easier and in less time.
Best of all, it only takes a couple of minutes to get up and running and its interface is very intuitive, so it's not too complicated to run.
Best of all, it only takes a couple of minutes to get up and running and its interface is very intuitive, so it's not too complicated to run.
Recommendations to others considering the product:
Nothing compared with Freshdesk. Since I'm using it my customer services provided to my clients has been the best.
Good product
What do you like best about the product?
I like how it provides a way to meet the needs of your customers while also collaborating with other members of your company.
What do you dislike about the product?
I can't think of anything that I disliked about it.
What problems is the product solving and how is that benefiting you?
I think it will really help in giving customers a better experience by getting their questions answered the first time they call.
Freshdesk meets your ticket system needs while integrating with chat
What do you like best about the product?
I like that freshdesk easily integrates with all the other fresh platforms
What do you dislike about the product?
The landing page for the ticketing system is very busy, we have yet to try, but it would benefit from having a simple customization for their landing pages
What problems is the product solving and how is that benefiting you?
We are organizing and easily keeping track of all the customer service computer communication with customers
Recommendations to others considering the product:
Freshdesk is very reasonably priced and easy to use. The interface is intuitive and simple, so you can focus on helping customers rather than taking extra time to figure out the ticketing system.
A complete and modern helpdesk solution
What do you like best about the product?
The system is efficient and able to keep customer requests organized. It facilitates the handling of communications, distributes tickets to agents and prevents agents from managing the same tickets.
The reporting tool is useful for monitoring the volume of incoming, resolved and unresolved tickets. It's also great to measure the effectiveness of customer service we provide.
The reporting tool is useful for monitoring the volume of incoming, resolved and unresolved tickets. It's also great to measure the effectiveness of customer service we provide.
What do you dislike about the product?
I like how it works, it's definitely a good program, I have no complaints. However, I think premium plans - by agent - are expensive.
What problems is the product solving and how is that benefiting you?
Transforms the way we provide customer service. It is a fast and effective way to interact with customers and resolve tickets without problems. Multi-channel management is one of its best features since we receive the volume of conversations and store them in one place. In short, Freshdesk is software that increases our speed to take action regarding solving customer problems is concerned.
Recommendations to others considering the product:
Freshdesk is a great helpdesk solution, but premium packages can be expensive.
Freshdesk is great for support tickets, FAQs and items that can be easily reviewed and resolved.
What do you like best about the product?
Stunning knowledgebase, free training and responsive support (even with a free plan) allow my team to accelerate into the system without hours of internal training sessions.
What do you dislike about the product?
A style update on the client-side portal would be great. It's a little awkward, and even with the customizations, the default solution seems a bit outdated.
What problems is the product solving and how is that benefiting you?
Ticket management for tracking issues works great, this was one of our big problems and has been solved thanks to Freshdesk.
Recommendations to others considering the product:
Highly recommended for companies looking for a service desk solution. Easy to set up and quite powerful. The user interface is easy to use, making it simple for new users to become productive and that's great.
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